Akansha Srivastava

Responsibilities

• Managing and mentoring a team of 10 staff.
• Creating new opportunities for L1 technicians.
• Assessed user feedback and lead initiatives for product adjustments to grow user base and overall user satisfaction.
• Sharing real time reports with the clients.
• Drive process performance to achieve and exceed SLA deliverable.
• Ownership on Quality performance of delivery Should be open to work 24/7
• SLA monitoring and queue management.
• Good knowledge on ServiceNow basic applications like Incident, Problem, Change, Knowledge Management and Service Catalog.
• Increased customer satisfaction by resolving issues.

• Work with internal and external stakeholders to respond to escalations, deep dives, and provide root cause analysis and recommendations.
• Serve as the subject matter expert for the service area that you own and collaborate cross-functionally across a range of partners and stakeholders to contribute to project initiatives.
• Abridging the gap by working directly with customers on high priority issues to deliver timely resolution.
• To ensure that Team is working as per the listed procedures
• Managing the queue and SLA
• Monitoring calls and auditing tickets and sharing feedback.
• Assigning the tickets.
• Created analysis and performance reports for management teams to review.

• Remained up-to-date on the latest technologies.
• Worked to ensure a positive and hassle-free customer experience.
• Brought forth excellent customer service skills and a commitment to customer satisfaction.
• Working towards achieving CSAT by giving best resolution to cx.
• Working with Dell end users and supporting premium LOB for NA region.
• Working on Windows 10 and creating dispatch in case of hardware assistance .

Responsibilities :

• Conducting various training to analyse and improve call quality.
• Monitoring calls and Sharing feedback to the executives
• Conducting interviews for executives and judging and analyze them based on pronunciation and accent.
• Identifying the need for training and training the team as per demand
• Sharing the overall performance of the team with Managers .
• Picking the outliers and working with them to improve the productivity.

• Resolving hardware queries for end users for North America region
• First point of contact for Dell end users.
• Provided outstanding technical support to clients.

• Resolving queries for Telecom sector
• Acting as a level of support
• Informing user about their plan activation .